Technical Support Analyst Position Available In Durham, North Carolina

Business Analyst for ServiceNow and 3rd Party applications is a NORAM based role either in RTP (Raleigh-Durham), NC or Salt Lake City, UT. As a BA, the candidate will have minimum of 3 years of experience and will work closely with other Business Analyst, Technical expert and offshore Service Provider to ensure Service delivery, evolution, adoption, etc. The role will also provide technical support for 3rd Party applications like Atlassian suite and Asana. Key Responsibilities Gathering and analyzing requirements BA will work with stakeholders to understand their goals and areas for improvement, and then gather and document business requirements. They may also analyze existing processes and identify areas where ServiceNow can add value. Translating requirements BA will translate business requirements into functional and technical specifications, and then develop use cases, process diagrams, and requirements documentation. Designing systems and procedures BA collaborates with stakeholders to define and prioritize features, enhancements, and system integrations. They may also configure the ServiceNow platform to improve and automate business processes. Testing and validating solutions BA participates in testing and validation to ensure that delivered solution meets defined requirements and quality standards. They may also manage and execute testing, which can help prevent issues from being exposed to clients. Supporting users BA may triage and support issues from users on the ServiceNow platform, related applications, and modules. They may also advise on options, risk, and impacts on business processes and cultural adoption. Release management coordination & project support BA will be responsible to coordinate and manage release activities for ServiceNow which includes major platform upgrade and monthly/quarterly releases. BA will also support various projects which require ServiceNow integration Technical L3 Support for Atlassian Suite and other collaboration tools (e.g. Asana) Mentor L1 and L2 team to be efficient in D2D operations Maintain documentation and SOPs to reflect current processes Coordinate severity incidents and ensure platform availability Support Service Manager with account management Collaborate with business regarding enhancement needs Criteria Not experts but have some basics with Azure, Openshift, Grafana, Prometheus, Grafana, Ruby or Python, SQL, Linux, Jenkins basic knowledge on network, production support knowledge exp – working in Agile/Kanban Being fluent in english and spanish is mandatory rior experience being a part of global team is preferred. Self starter with good communication skills. Must be comfortable in discussing and understanding requirements from business and to explain clearly to technical team.

Nice to have:

French language. A Bachelor’s degree is required ServiceNow System Administrator and ITSM implementation certification is preferred ITIL V3 or V4 certification is a must Minimum 3 years of experience with ServiceNow Experience working with a development team, end users, and provide leadership/mentoring to other analysts required Proficiency in the use of repositories to archive, create lists and document libraries Ability to trouble-shoot workflow issues for user Experience gathering and writing requirements Ability to perform test user functionality Must possess the ability to communicate effectively in both writing and verbally with a strong proficiency collaborating across teams

Preferred Skills:

Experience in Web Service Integration using REST and SOAP Experience in Directory Service Integration (Active Directory, AzureAD, LDAP, etc.) Experience in PowerShell, JavaScript, Ansible, Terraform, Python, XML, databases, SQL, etc. Exposure to Kubernetes, Docker Swarm, ServiceNow Orchestration, AWS EKS, AKS, etc. Experience using software development tools / IDEs Experience using code repositories Exposure to Atlassian suite (Jira, Confluence, Trello) support and account management.